Conditions
Below is a list of the Terms and Conditions, which you must be in agreement with
before we commence our services for you.
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1.1.a We have a fixed hourly rate ranges between £10.75– 15.99 per hour for regular
cleaning and £16.00 per hour + cleaning materials for end/pre-tenancy cleaning, one-off
and irregular cleaning. There is a minimum of 2 hours per cleaning visit.
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1.1.b In the event that you are not satisfied with the standard of work, you should
contact Divine Cleaning Services Ltd within 48 hours after the completion of the service.
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1.1.c Cleaning materials (detergents, iron, ironing board, solutions, and towels) must be
provided by client and equipment (vacuum cleaner, gloves, cloths, mop, brush etc.) must
be provided by the Divine Cleaning Services. All equipment must be safe to operate, in
full working order for the purpose of cleaning.
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1.1.d A detailed list of cleaning specifications (cleaning tasks) must be must be agreed
upon by the Client and us prior to service commencing.
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2.1 Payment is due prior to service commencement in the form of a bank transfer/standing
order or a major credit/debit card (UK only) payment. We reserve the right to cancel
services without notice due to declined credit card transactions or non-cleared funds.
2.2 One off cleaning service requires a deposit payable to the Company by debit/credit card
in advance. The remaining balance must be paid by cash or cheque to the cleaning operative
before the operative leaves the Client’s premises. If no payment has been received at the
time of completion of the cleaning service, the Client agrees to and authorizes the Company
to charge his debit/credit card with the outstanding amount.
2.3 The Client agrees to and understands that paying the outstanding balance by debit/credit
card will incur a 2% card processing charge.
2.4 Although greatly appreciated and a powerful way to say ‘Thank you’, the Client
understands that tipping is not required.
2.5 The Company reserves the right to charge interest on invoiced amounts unpaid for more
than 45 days at the rate of 5% per annum above the Bank of England base rate from the
due date until the date of actual payment.
2.6 If the Company is forced to refer the Client’s account for collection to a third party then
extra costs may be added to the outstanding amount by the debt collecting company.
2.7 Any bank charges incurred due to a Client’s cheque being returned unpaid will be
passed to the Client at a flat rate of £12.00 per cheque.
2.8 The Company reserves the right to cancel any contract and back charge additional for
past services to reflect the balance of the standard rate(s) if any misleading or false
information was used to obtain discounted services.
2.9 The Client agrees to and authorises the Company to charge his debit/credit card with
any outstanding amounts owed to the Company
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3. Refunds
3.1. No refund claims will be entertained once the cleaning service has been carried out.
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3.2. Refund will be issued only if the Client has cancelled a cleaning visit within the
allowed time (24 hours) prior to the start of the cleaning session and the Company has
already taken a payment.
3.3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment
for which has been already collected by the Company.
4. Cancellation
4.1. There is a one-hour charge or £12.00 late cancellation/lock-out fee (whichever is
greater) for cancelling or rescheduling a visit with less than 24-hour notice for non-contract
Clients. The same fee applies if the cleaning operatives are unable to gain access to the
Client’s home, through no fault of the Company.
4.2. The contracted Client agrees to pay 60% of the full price of the cleaning visit, if: a)
The Client cancels or changes the date/time less than 24 hours prior to the scheduled
appointment; b) The Client fails to provide access to the service premises thus preventing
the Company to carry out the booked work; c) There is a problem with the Client's keys
and the cleaning operatives cannot let themselves in. If keys are provided, they must open
all locks without any special efforts or skills.
4.3. If the Client needs to change, a cleaning day or time the Company will do its best to
accommodate him. A minimum 24 notice is required. Please note that the Company cannot
guarantee that the same operative will be available on the new day and at the time, the
Client requires. Any changes in the cleaning schedule are subject to availability.
4.4. The Company’s cleaning operatives work on any day of the week including Bank
Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn't called, or emailed the Company to cancel the visit 24 hours prior to the start of the cleaning session,
the Client agrees to and understands that the regular amount due for that cleaning visit will
be charged regardless of whether the cleaning operative has cleaned the Client’s property
or not.
5. Termination Of Contract
5.1. The Client may terminate the cleaning contract by giving 30 days prior written notice.
The Client agrees to have least two cleaning visits carried out during the 30-day notice
period.
5.2. The Client agrees to pay a cancellation fee of £30.00 if: 1) No notice is given; 2) The
Client provides a termination notice and requires less than two cleaning visits.
6. Employment Referral Fee
6.1. The Client is liable for an employment referral fee of £500.00 per person, should he
directly employ (either legally or on a cash basis) anyone currently employed/subcontracted by the Company, or employed/sub-contracted by the Company within the one
year period prior to such employment. The Client agrees to pay this fee whether he notifies
the Company of his action or the Company discovers this employment independently at
any time after it occurs. The Client further agrees to reimburse the Company for all
collection or legal fees the Company incurs in collecting this fee.
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7. Claims
7.1. The Company’s public liability insurance will cover damages caused by a cleaning
operative working on behalf of the Company up to £5,000,000.00. All claims are subject
to an excess of £100.00.
7.2. The Client agrees that due to the nature of the service the Company guarantees only to
correct any problems reported within 24 hours. If a problem occurs on a Saturday, it must
be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will
entitle the Client to nothing. The Company may require entry to the location of the claim
within 24 hours to correct the problem. The Client must request any refunds or adjustment
to the Company directly and subject to approval.
7.3. The Client waives his right to stop payment on his cheque or protest a credit/debit card
charge unless the Company fails to make good on the guarantee shown in part 11 below.
7.4. While the Company operatives make every effort not to break items, accidents do
happen. Identical replacement is always attempted but not guaranteed. For this specific
reason, the Company requests all irreplaceable items (whether monetarily or sentimentally
valuable) be stored away and /or not cleaned by the cleaning operatives.
7.5. In case of damage, The Company will repair the item at its cost. If the item cannot be
repaired, the Company will rectify the problem by crediting the customer with the item's
present actual cash value toward a like replacement from a Company's source upon
payment of cleaning services rendered.
7.6. The Company shall not be responsible for damage due to faulty and/or improper
installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and
ready to clean without causing harm.
7.7. No claims shall be entertained if the Client has an outstanding balance aged more than
30 days.
7.8. Any attempt to commit insurance fraud or any use of false information to commit any
type of fraud will be prosecuted to the fullest extent of the law together by the Company
and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
7.9. Key replacement/locksmith fees are paid only if our operatives lose keys. There is a
£30 per location liability limit.
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8. Complaints
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9. Liability
8.1. All complaints must be received in writing by letter or email.
8.2. If the Client is unpleased with a currently occurring service, the Company asks that
the Client notifies it as soon as he notices anything that might be to his dislike by calling
0116 262 0347/ 0781 848 7265. Please do not wait until the service is ending.
9.1. The Company shall not be liable under any circumstances for any loss, expense,
damage, delay, costs or compensation (whether direct, indirect or consequential) which
may be suffered or incurred by the Client arising from or in any way connected with a late
arrival of Company operatives at the service address. The Company endeavours to be right
on time on any visit but sometimes due to transport related and other problems which are
beyond the Company’s control, the Company operative’s may arrive with a delay or the
cleaning visit may be re-scheduled.
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9.2. The Company shall not be liable under any circumstances for any loss, expense,
damage, delay, costs or compensation (whether direct, indirect or consequential) which
may be suffered or incurred by the Client arising from or in any way connected with : 1. A
cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot
water or electricity, or equipment not in full working order; 2. Third party entering or
present at the Client’s premises during the cleaning process; 3. An existing damage to
Clients property in the form of old stains/burns/spillages etc. which cannot be
cleaned/removed completely by the cleaning operative using the Client’s cleaning
equipment and materials and in accordance with the industry standard cleaning methods as
described in the Company’s method statements; 4. Any damages caused by faulty/not in
full working order equipment or materials supplied by the Client; 5. Any damages worth
£50.00 or less.
9.3. The Company shall not be liable under any circumstances for any loss, expense,
damage, delay, costs or compensation (whether direct, indirect or consequential) which
may be suffered or incurred by the Client arising from or in any way connected with the
Company carrying out services for the Client if the Client has an outstanding amount aged
30 days or more from the date the payment was due.
9.4. We record all incoming and outgoing phone conversations for quality control, record
keeping and back-referral for any inquiries or investigations.
10. Supplementary Terms
10.1. If the Client requests keys to be collected by the Company’s operatives from a third
party’s address outside the postal code of the serviced address then a £10.00 charge will
apply. The charge will cover only the pick-up of keys. If said keys need to be returned back
to the third party’s address or any other address another charge of £10.00 will apply.
10.2. The Company, reserves the right to re-evaluate rates at any time should the Client’s
initial list of tasks changes.
10.3. The Company reserves the right to amend the initial quotation, should the Client's
original requirements change. Differences in excess of 10% will be discussed with the
Client prior to the start of the work.
10.4. If any estimates of how long it will take the cleaning operatives to complete the job
are being provided those are only estimates based on the average time it takes to clean a
home or an office of similar size to the Client's, it being difficult to calculate precisely how
long such tasks may take and that a degree of flexibility may be required. Please note that
one off cleans may take longer to complete due to longer intervals between cleaning
sessions, number and type of cleaning tasks required, when compared to the regular
maintenance cleaning of the same property.
10.5. The Client understands that the price he has been quoted is not for a "package deal"
and does not include anything apart from cleaning labour.
10.6. The Company shall arrange an immediate replacement should an operative cannot
attend a scheduled visit, and will inform the Client prior to the visit.
10.7. Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected
homes may take up to three times longer than a well-maintained home requiring general
cleaning. Therefore, the Company advises the Client to ask for our specialist cleaning
services: Builders Cleaning or Event Cleaning.
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10.8. The cleaning operatives are not allowed to hand wash any items of clothing belonging
to the Client. The Company advises that our operatives can only use a washing machine
for such tasks.
10.9. All fragile and highly breakable items must be secured or removed.
10.10. The cleaning operatives are not allowed to use and work with bleach or bleach
containing products. The Company advises the Client to avoid supplying such products to
the cleaning operatives. The Company shall not be liable under any circumstances for any
damages to Client’s property caused by bleach/bleach containing products.
10.11. The Company reserves the right to make any changes to any part of these Terms
and Conditions without giving any prior notice. The Company may add to or alter these
Terms and Conditions from time to time and any alterations or additions will apply to new
business but not to existing contracts. Please refer to your copy of these Terms and
Conditions.
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11. Our Guarantee
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12. Referral Credit
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13. Law
11.1 The Company has built its business and reputation by providing its clients with the
best possible cleaning service available. Still, the Company realises, that because its
operatives are human beings, they sometimes make mistakes. For this reason, the Company
offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain
areas after the cleaning, the Company’s operatives will come back to the Client’s home
and re-clean those areas free of charge.
12.1. Any Client of the Company will receive a one-time credit of £15.00 for referring
another Client. Credit will be issued after new Client has been serviced at least 2 times.
13.1 These Terms are governed by the laws of England and Wales, and are subject to the
exclusive jurisdiction of the Courts of England, and Wales.